Consultant - IT Services Support

Organizational Context

The Division of Information Technology supports the IAEA with ICT services, including technical programs and management systems. It defines and enforces ICT standards, manages central services, and oversees the IAEA's ICT infrastructure. The Division operates on ITIL and Prince2 best practices. The Client Services Section specifically handles desktop support, IT training, and client-oriented services, ensuring service delivery aligns with international standards.

Job Purpose

This consultancy aims to provide specialized IT technical expertise for the maintenance of an in-house billing system and the integration of MS Teams with the telephony infrastructure. The consultant will be integral to the Client Services Section, specifically within the Services Delivery Unit. The role involves ensuring the smooth operation and enhancement of these critical IT solutions, contributing to efficient communication and financial management within the IAEA. The position requires a proactive approach to problem-solving and a commitment to maintaining high service delivery standards.

Responsibilities

The consultant will research and document all hardware and software applications utilized by IAEA staff. Key responsibilities include participating in the automation of the telephone billing system and contributing to the project to decommission legacy telephony components, such as SAMWIN. The role also involves supporting daily IT Service Desk tasks, identifying opportunities for automation and efficiency improvements, and analyzing technologies and processes for hybrid events, including providing support for such events hosted by the IAEA.

Work Experience

A minimum of 5 years of hands-on experience with end-user device software and hardware is required. Experience in analyzing telephone billing data, including usage, billing records, and cost recovery, is essential. Familiarity with telephony systems and MS Teams integration is also necessary.

Skills

Proficiency in analyzing billing data, identifying anomalies, and reporting. Expertise in telephony systems and MS Teams integration. Experience with billing solutions and automation. Strong organizational skills, including prioritization, independent work, proactivity, and multitasking. Excellent written and oral English communication skills.

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